Understand the improvement we may make on the OM, however, I'd like to point out that the experience when we call CS is not very good.

Answer varies from agent to agent, and if send email to CS alias, turnaround time is up to 2 days normally, and sometimes you feel you are talking to a robot which don't understand what you meant although we speak the same language and I put all of my requirement crystal clear in the email.

For the replacement SO# for shipping, invoice amendment is always a nightmare, the worse case takes 30+ days. The case is handed over from one CS team to another CS team.

The problem is -> the communication back and forth cannot be viewed in a single tool, like for service order, and TAC troubleshooting, we can check the case status in a tool, but I didn't see CS has the similar one.